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Senior Customer Support Engineer

2 months ago

Santa Clara, California, United States Palo Alto Networks Full time
Job Overview

Company Overview

At Palo Alto Networks, our commitment to cybersecurity is at the core of everything we do. We strive to be the partner of choice in safeguarding our digital lives.

Our Vision

We envision a world where every day is more secure than the last. Our company is built on innovation and a desire to challenge the status quo, and we are seeking forward-thinking individuals who share our passion for shaping the future of cybersecurity.

Work Culture

We prioritize personalization and choice in our employee programs, recognizing that each individual has unique needs and preferences. Our flexible work environment encourages collaboration and fosters relationships through in-person interactions. We aim to create a space where innovation flourishes, with teams collaborating in the office several days a week.

Your Role

In this position, you will engage directly with our valued clients to resolve their intricate post-sales challenges. Your analytical skills will be essential in evaluating various factors to deliver effective solutions. You will have the opportunity to connect with key stakeholders across different fields, articulating complex technical issues to both technical and non-technical audiences.

Regular participation in technical discussions with cross-functional teams will be expected, promoting transparency and leading to enhanced products and work environments. Your quick decision-making and support will be crucial in providing timely assistance to clients, particularly in high-pressure scenarios.

Your Contributions
  • Deliver post-sales technical assistance, configurations, troubleshooting, and best practices to clients via various communication channels.
  • Manage support cases to ensure issues are documented, monitored, resolved, and followed up on promptly.
  • Utilize fault isolation and root cause analysis to address complex technical challenges.
  • Reproduce customer issues and assess critical situations.
  • Publish Technical Support Bulletins and maintain user documentation in the Knowledge Base.
  • Enhance customer satisfaction by collaborating closely with Development, Sales, Quality Assurance, and Marketing teams.
  • Review user documentation for training materials, technical marketing content, manuals, and problem-solving guides.
  • Provide on-call support as needed, including coverage during weekends and public holidays.
Your Qualifications
  • In-depth knowledge of TCP/IP.
  • Proven ability to independently troubleshoot complex and diverse networks with various media and protocols.
  • Minimum of 3 years of relevant support experience.
  • Strong understanding and hands-on experience with Networking and Routing protocols (e.g., ARP, DNS, DHCP, NAT, BGP).
  • Extensive experience with Security protocols (IPSEC / SSL-VPN).
  • Familiarity with Layer 7 application protocols (e.g., FTP, HTTP/HTTPS) is advantageous.
  • Prior experience in a similar technical support role is preferred.
  • Excellent written and verbal communication skills.
  • Experience with products from Cisco, Checkpoint, Juniper (NetScreen), and Fortinet is a plus.
  • Bachelor's degree or equivalent experience is required.
The Team

Our technical support team plays a vital role in our mission. By providing support to clients post-purchase, we ensure their success. As technology and threats evolve, our commitment to our customers remains steadfast.

You will be involved in the implementation of new products, transitioning from legacy systems, and addressing critical issues as they arise. Our focus is on delivering the highest level of customer support in the industry.

Our Commitment

We are innovators who dream big, take calculated risks, and challenge the norms of cybersecurity. We recognize that achieving our mission requires diverse teams working together.

Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workplace. All qualified applicants will receive consideration for employment without regard to various legally protected characteristics.

Your information will be kept confidential in accordance with EEO guidelines.

The compensation for this role will depend on qualifications, experience, and work location. A comprehensive overview of our employee benefits is available.

This role is eligible for Immigration Sponsorship.